Customer Success Manager

Do you want to help us unleash the secret to how happy employees create a happy business? We are an innovative, agile, and continuously growing modern tech company on a path to improving the work lives of millions around the world.

We develop workforce management solutions – software that makes scheduling and time reporting more smooth and more flexible for almost a million users worldwide!

We value passion, quality, innovation, trust, and collaboration. You’ll be given the opportunity to make an impact and directly contribute to our success, bring new ideas, and have full ownership of your area.

Are you curious and ready to take the first steps on an awesome journey and make magic happen with us? As a member of Quinyx, you will be part of an inclusive and diverse workplace where everyone is allowed to be themselves and thrive.

We have a hybrid working set up and therefore you will be required to attend our Hamburg office minimum twice per week.

About the role

The Customer Success Manager (CSM) plays a vital role in ensuring that our customers get the maximum value out of Quinyx. This position involves building and nurturing strong relationships that foster trust and loyalty.

The CSM will serve as the primary point of contact for our customers, fully immersing themselves in their business operations and challenges to provide tailored solutions that address their specific needs. In this dynamic role, the CSM will actively engage with customers to understand their goals and objectives ensuring alignment with Quinyx’s offerings.

By leveraging product knowledge, the CSM will effectively translate customer requirements into actionable insights, helping customers navigate the complexities of our solutions. This includes conducting regular check-ins, offering strategic guidance and identifying opportunities for upselling or cross-selling additional services.

What you’ll be doing

1. Build strong partnerships with our largest customers by supporting them to optimize and maximize their return on investment from Quinyx.
2. Know the product well enough to be able to translate customer needs, wants and challenges to solutions in the system.
3. Own your territory when it comes to prioritizing, risk management and stakeholders.
4. Strong collaboration with all internal stakeholders like Sales, Product Experts, Customer Support, Analytics and our Product team.
5. Head up win rooms for your customers to ensure you have the support you need & the visibility around the business with key internal stakeholders for your customers.
6. Share customer feedback on the product and its functionality with the Product and Customer Onboarding teams.
7. Strong focus on customer satisfaction, actively striving to keep a high NPS score and churn low, by building a Success Journey Map with the customer and taking relevant actions to ensure success.
8. Escalate issues/cases to the Customer Success Team Manager when needed.
9. Be involved and have the opportunity to lead specific Customer Success projects as they arise as part of a continuous improvement plan.
10. Customer facing entry point for all initial commercial conversations & handling of renewals, price increases, contractual and invoicing questions.
11. Responsible for the handling of passive license upsells to ensure a smooth & straightforward process for the customers.

What you’ll bring to the team

1. Business fluent German speaker.
2. Service-minded with the customers in focus.
3. Analytical and a “people person” with a \“can-do\“ attitude.
4. Confidence in speaking up during meetings, internally and with customers.
5. Self-motivated and able to plan own time and workload as well as deadlines.
6. Technically minded with a desire to stay up to date with technology trends.
7. A true team player with a willingness to share knowledge and experience.
8. Excellent written and verbal communication skills, with the ability to relate to and relay information to individuals in a variety of roles including those with technical and with non-technical understanding.
9. Solid knowledge and experience of working in customer caring functions, preferably in a SaaS environment.
10. Experience within Workforce Management, HR or scheduling would be beneficial.

What is it for you?

We promote and encourage a healthy lifestyle with flexible work hours and latest tools, enhanced vacation allowance, gym membership contribution, and last but not least, you will have the chance to participate in our well-known yearly ugly Xmas sweater competition!

Life at Quinyx

We are an innovative, agile and continuously growing modern tech company. We value passion, creativity, quality and simplicity. You’ll be given the opportunity to make an impact and directly contribute to our success, bring new ideas and have full ownership of your area.

Our global team, of 30 nationalities, have fun together whether it is during a typical Swedish Fika, workshop, going for a run with a colleague or spending time together during our regular after-work socials. We have built a family atmosphere here at Quinyx and are committed to share knowledge and support one another!

Want to join the family?

At Quinyx, we provide equal employment opportunities and we strive to have an inclusive and diverse value-driven culture. All applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability or Veteran status.

Happy Workforce, Happy Business!

All candidates are subject to background checks.

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